Customer Service Support Specialist

Big Sky Cybersecurity Inc.; Billings (MT); Hybrid; USD 25,000 - 29,000; Full time

Job summary

Big Sky Cybersecurity Inc. is seeking a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems.

This is a hands‑on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits.

Qualifications

• Extensive Customer Service Experience preferably in a technical field.
• Clear written and verbal communication with experience handling moderate to high call volumes.
• Ability to manage multiple client requests and priorities while maintaining accuracy and follow through.
• Experience working in a professional setting where documentation, process, and consistency are required.
• Comfortable with IT related concepts.
• Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high compliance environments.
• Willingness to complete and successfully pass reference checks and employment verification as part of the hiring process.
• Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.

Responsibilities

• Provide Level 1 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed.
• Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time.
• Serve as a primary contact for assigned clients regarding support issues, updates, and planned work.
• Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks.
• Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins.
• Maintain accurate documentation of client environments, requests, and work performed, following established processes.

Skills

Customer service

Communication

Time management

Documentation

Team coordination

Job description

Big Sky Cybersecurity is a process driven Managed Security Services Provider (MSSP) supporting healthcare, K12, and small to mid-sized organizations that depend on secure and reliable technology.

We are hiring a Customer Service Support Specialist to handle Initial Calls/Responses, Support Assignment and Escalation, Level 1 calls and technical requests, manage client tickets, and keep customers informed about the work being performed on their systems.

This is a hands‑on limited technical support and coordination role in a structured, detail focused environment, with remote support combined with regular onsite visits.

What Makes You a Good Fit

• You have a positive, solution driven attitude.
• You are organized and detail oriented and you like seeing tickets and projects move from “open” to “done.”
• You are comfortable talking with both end users and technical staff and can adjust your communication style accordingly.
• You are self directed and can manage your time well and co-ordinate multiple tickets among the technical staff with escalations to appropriate techs without constant supervision.
• You are curious about cybersecurity and IT environments and want to deepen your technical understanding and have the ability to learn and adapt.

Required Qualifications

• Extensive Customer Service Experience preferably in a technical field.
• Clear written and verbal communication with experience handling moderate to high call volumes.
• Ability to manage multiple client requests and priorities while maintaining accuracy and follow through.
• Experience working in a professional setting where documentation, process, and consistency are required.
• Comfortable with IT related concepts.
• Ability to successfully pass required background checks and meet eligibility requirements for work in healthcare, K12 education, and other high compliance environments.
• Willingness to complete and successfully pass reference checks and employment verification as part of the hiring process.
• Willingness to complete and successfully pass a brief practical assessment to demonstrate baseline technical and problem-solving skills relevant to the role.

Preferred Qualifications

• Experience in an MSP, MSSP, help desk, or IT support role.
• Experience with working help desk including phone, remote, and ticket support.
• Familiarity with cloud collaboration platforms and modern business IT environments.
• Exposure to compliance frameworks such as HIPAA, NIST, or CIS Controls.
• Experience coordinating projects, managing workloads, or working within documented service processes.

Responsibilities include but not limited to...

• Provide Level 1 technical support for client requests, including basic troubleshooting, information gathering, and escalation when needed.
• Monitor and manage client tickets from intake through resolution, ensuring requests are handled accurately and on time.
• Serve as a primary contact for assigned clients regarding support issues, updates, and planned work.
• Coordinate with internal technical teams to schedule work, clarify priorities, and track progress on projects and recurring tasks.
• Communicate clear, concise status updates to clients and internal stakeholders via email, calls, and scheduled check ins.
• Maintain accurate documentation of client environments, requests, and work performed, following established processes.

Physical Requirements Include but not limited to...

• Ability to stand and walk for extended periods while working onsite at client locations.
• Ability to safely lift, carry, and move typical IT equipment (including workstations, monitors, uninterruptible power supplies, and networking/server equipment) up to 50 pounds without assistance.
• Ability to climb stairs and regularly use ladders or step stools to access network closets, mounted equipment, cabling, roof access.
• Comfort working in a variety of client environments, including schools, healthcare facilities, and mechanical or network rooms that may be tight, warm, or noisy.
• Ability to safely maneuver and transport equipment in and out of vehicles and customer facilities.
• Hourly pay range: $18–$21, depending on experience and qualifications.